Complaints

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up to attend an online conference with the **** Robbins Foundation. The conference was advertised to be guaranteed that if you were not satisfied with the information that you received you would be entitled to a 100% refund. Having followed **** Robbins for many years, I decided to move forward with this online forum that was offered. I was not happy with day one as there was many audio and connection issues. The conference went on for hours without breaks and at the time I was not feeling well but had committed to this process. I wanted to cancel my class but the stipulations stated that you had to attend the sessions up to noon on day 2.I did this so I could make sure that there would not be an issue with my getting a refund. While logged in with my mentor online, I asked her and I do not remember her name, what did I need to do to ask for a refund, and I was told to submit a help desk ticket. I went online and submitted a help desk ticket and was told that I would be contacted within ************************************ So, I went back online and submitted 3 additional help desk tickets and no one contacted me back. I assumed perhaps everyone was managing the event and they would respond after it was over. On March 26th I was contacted by customer service telling me that they did not have record via the help desk that I requested a refund for the class. That I needed to do this on day two and they apologize for any frustration this may have caused. I was confused and asked the customer service, how would they have known to reach out to me if they had not gotten the many messages that I submitted. They offered to put me into another class. I did not want to attend another class if I was not happy with the first experience. I put the cost of this class on my Affirm account that I am paying for each month with interest and they did honor the satisfaction guarantee. I am asking that I be refunded for this class.

  

  Business response

  01/07/2025

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.

  
  As a brief background on this matter, the client registered for our March 2024 Unleash the Power Within event (UPW). The client was notified on March 26, 2024 that she had not signed the Satisfaction Guarantee form during the event. We offered the client the opportunity to transfer her event ticket to our November 2024 event. Since the client did reach out within the Satisfaction Guarantee period window, we decided we should indeed honor our Satisfaction Guarantee. We have communicated with the client that a refund for payment was initiated in December. The client was refunded the full amount of $795 USD through the third party financing company that was used for the original purchase. 
  

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I enrolled in a 4 course package of **** Robbins for a total of $14,999.00 on 3/23/2024, and paid by credit card. When I signed up I was not informed that for two of the courses **** Robbins would not be presenting or teaching, others would. Also, I was not informed that those two courses will be held in person in **** only. That means flights, and hotel expenses for 10 days, which I cannot afford. If I had known all this I would not have signed up for the program. Plus physically I am unable to handle the 14 hr flight and 16 hr time difference, due to my age and health.I have called and emailed several times to cancel and ask for a refund but, am still waiting. I keep being told that they are escalating my issue, but nothing is happening.This is a lot of money for me, and I was not given all the necessary information when I signed up. I feel for that big an investment they should have provided all the details before taking my credit card payment. It is a billion $ company, and I feel I was ripped off, and would like a full refund, without any penalty.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a big fan of the Inner Circle content, however I am having trouble with the customer service / cancellation **********/25/23 initial Subscription to **** Robbins Inner Circle.Amount of money paid to date is $1,164 The business provided access to recorded trainings with an option to cancel the monthly subscription at any time, as long as it is requested in writing (see contract terms paragraph 2 and paragraph 4). I have made multiple requests to cancel service in writing (see emails and helpdesk communications attached), and the customer service made no attempts to help with processing the cancellation. When I pointed out that I was experiencing issues using the portal process they were instructing me to use in order to cancel, they copied and pasted their original template language with zero effort to troubleshoot the underlying issue. The process appears to be convoluted intentionally in order to prevent cancellation. Meanwhile the business continues to bill my credit card many months after the cancellation has been requested. (I have filed credit card disputes and the vendor keeps stating that I had 72 hours cancellation guarantee from initial purchase that I did not exercise at the time, even though I am not disputing the initial 1st month of training that I received, and enjoyed the service, and happily paid for it. Cancelling the subsequent months proved to be a real challenge). If BBB process does not result in resolution, I will have to take the vendor to a small claims court as my next step.

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.
  
  As a brief background on this matter, the client enrolled in our Inner Circle subscription program ("Inner Circle") in approximately May, 2023, which provides a monthly automatic subscription amount of $97/mo.  While the client requested to cancel her subscription service, she was having difficulty doing so through the online portal, so her monthly amount continued to be charged through April 2024, although in November 2023, our team refunded her four months of monthly payments, and then each month from approximately December 2023-February 2024, our team refunded her monthly payment. Because she was continuing to be charged, in May, 2024 we refunded her additional monthly payments and her last refund was processed on May 28, 2024, so the client has been fully refunded except for her initial month of the program.
  
  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their requested purchases, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the "Unleash the Power Within" (UPW) event with **** Robbins, being held beginning 03/21/24. It was $550. I had an urgent emergency and would be unable to attend and needed a refund. Their company communicated in writing that refunds would be an option if the event "kit" had not been received. Since I had not received it, I sent them a message immediately in February regarding this. I did not receive any response. The kit arrived on 03/06/24. I tried to contact them again many times via email to their two email addresses that they provide as contact/support/help as well as through their "Contact Us: We're here to help" section on their website. This "Contact Us" section asks for both phone number and email address for contact and the topic of assistance needed - I indicated each time that it was about UPW. They say that they strive to respond within 2 days. All my messages have been completed ignored, while I continuously receive multiple email blasts from their organization every day about the overwhelmingly great energy of UPW and all the amazing things that they are doing there. After their neglectful behavior, I decided to try the opportunity to connect with the live help desk. Their system prompted me to enter my name so they could find me and then make the connection. I waited for hours and was never connected or able to speak with anyone. In one of my correspondences to the organization, I was empathetic as to how busy they must have all been at that time. Yet they have made it virtually impossible to get a refund. Their complete lack of response illustrates this. Unfortunately, from all the complaints logged in BBB, it is clear that this is standard business practice for this organization and I feel terrible knowing others are being manipulated and scammed. * Please see an example of the emails I receive, whilst I continue to be ignored for over 2 months. The last one: Don't get left behind ******

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.
  
  As a brief background on this matter, the client attended our Unleash the Power Within Virtual event ("*** Virtual") in March 2024.  A family emergency occurred and the client was no longer able to attend the *** Virtual event. At the beginning of March the client requested to cancel her registration for the event. Although we strive to communicate with our clients as quickly as possible, our response times can take longer that is preferred by the client.   Upon receipt of this BBB complaint, our team reached out directly to the client and we processed the full refund through the credit card used for the original purchase for the full amount on May 2, 2024.  
  
  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased to attend a UPW event and did. During the event I was kicked out repeatedly and wasn't able to watch it all. They had a 100% satisfaction guarantee when I signed up so I wanted a refund. I was denied after repeated attempts during and after the event.Each time they give a different reason why they can't and lastly said they would minus a $175 fee.PLEASE help me get my refund.

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.
  

  As a brief background on this matter, the client attended our Unleash the Power Within Virtual event ("*** Virtual") in March 2024.  The client reported to have technological difficulties throughout the event. Our Event Support Team was notified, but because of the technological issues, we could not establish that the client attempted to use the Satisfaction Guarantee for the *** Virtual event during the event, and because of that, our team was originally not prepared to issue the full refund, instead enforcing the cancelation fee of $195 based on our terms and conditions.  However, after further review of the technological issues, and receiving this complaint, the full refund of the amount of $495 was issued on April 24, 2024, through the credit card that was used for the original purchase. 
  

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 27, 2024 I purchased a ticket for the **** Robbins event, ***************** Within, scheduled to begin on March 21, 2024. I also specifically recall **** Robbins statement of a "no questions asked refund policy".I subsequently determined that I would not be able to attend the event due to an impending surgical procedure. I searched the company web site and the event platform for the refund process and could find no reference so I sent a refund request through the customer service message form. This was done approximately a week to 10 days prior to March 21st. I also called the customer service number *************) twice and could only leave messages with my name. number and email address for identification. After 2 days, I did not receive any refund acknowledgement or call so I left another voice message and also sent another message through the site. Finally on March 20th, I had still not received any correspondence regarding my refund so I contacted my credit card issuer at ********** and requested a chargeback dispute refund and provided all relevant information.Apparently, Robbins research have disputed my refund request from my card issuer and claim that I agreed to certain terms and conditions that would not allow my refund. I have no knowledge of any such terms and as previously stated, I could not find any reference to refunds on the we site.Since I did not record my voicemails and the web site message portal they provide does not provide a copy or confirmation of messages sent, I do not have copies of the messages but I am willing to swear in a court of law that I did make the afore mentioned contact efforts. I also provided a statement to my card issuer with the details of what happened and as documented, went out of my way to dispute the charge PRIOR to the beginning of the event. I also of course did not attend the event.Under the circumstances, I demand an immediate refund.

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.

  
  As a brief background on this matter, the client attended our free Time to Rise Virtual event  in January 2024.  During this event, the client decided to sign up for our Unleash the Power Within Virtual event (***) scheduled for March *****, 2024. The client was charged $495.00 for the *** event. On or about March 11, 2024, the client reached out to our staff through the general customer service number on the webpage to discuss a refund for the event. The client left a message on March 20, 2024 the client disputed the charges through the credit card company. When a dispute is filed with the credit card company we are unable to issue a refund directly to the client, but have not disputed the credit card companies request for refund and as such the client was refunded the full amount through the credit card company. 
  

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I attended the virtual Unleash The Powers Within (UPW) from March 21 - March 24, 2024.Towards the end of day three, March 23, 2024, **** offered an event-only offer called the Ultimate Mastery Bundle that had a value of over $40,000... but... if you ACT NOW before the event is over on March 24, 2024, you can get this bundle for about $14,000.**** spent quite a bit of time going over the 100% money-back guarantee.He went on and on about how you have no risk and if you change your mind, you can get 100% of your money back.Since I did not want to spend over $40,000, on the final day March 24, *****, I decided to at least put a deposit down of $1,995 with the understanding that I could get 100% of my money back if I decided to change my mind before the event.Then, it turns out that they extended this fantastic offer for another day, then another, and the next week-ish, this "event only" offer was still valid and still being offered post-event.After I paid my deposit, I did not receive any receipt of my purchase, nor did I receive an invoice, nor did I receive the hidden contract terms that were either negligently or intentionally omitted.I feel as if I was intentionally deceived and after I contacted the **** Robbins team to request a full refund, I feel as if they are continuing to deceive me to get more money out of me with another false promise of a full refund.Apparently and allegedly, in the small fine print that was not given to me until I asked for a refund, the terms allegedly say that I can only get a full refund within 72 hours of payment.I asked the team on the phone and text over a dozen times to please give me a refund of my $1,995 deposit.They said that, since I did not request a refund within the 72-hour window, the only way to get a refund is to attend half of the next seminar, and then on day two during the meal break, is the only time I can actually get a full refund.Full complaint attached in PDF.

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client directly.
  

  As a brief background on this matter, the client attended our Unleash the Power Within Virtual event ("*** Virtual") in March 2024.  During the *** Virtual event, the client decided to register for Ultimate Mastery Bundle that was offered at a significantly discounted promotional rate. The client gave a deposit payment of $1,995. The client decided that he did not want to proceed with attending the future events and contacted our sales team for a refund of the deposit. Our team spoke with the client about all options available, including the refund. 
  

  The client proceeded to file a complaint with the BBB before our team had a chance to issue the refund. The full refund of $1,995 was used on April 24, 2024, through the credit card used for the original payment.
  

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

  Customer response

  06/17/2024

  "Our team spoke with the client about all options available, including the refund."

  The **** Robbins team never attempted to communicate with me about any sort of refund.

  I filed a Charge Back request with my bank to get the refund.

  I spoke on the phone with someone from the **** Robbins company and they denied my refund request over a dozen times of me persistently asking for a refund.

  "The client proceeded to file a complaint with the BBB before our team had a chance to issue the refund."

  I filed a BBB complaint and a chargeback request after **** Robbins team denied my refund request. They kept citing some fraudulently produced contract that allegedly said I forfeited my right to a refund by not asking for a refund within 72 hours.

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans." 

  You failed to listen to me and I tried every single possible avenue to get a refund, but your team denied my request over a dozen times. After 20 years of following **** Robbins, you have completely damaged my love for the company. I am no long a raving fan due to your persistent failure to treat me like any sort of human being in any reasonable manner.

  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed.

  I don't believe **** Robbins team voluntarily issued a refund. I believe my back issued me a chargeback. If I would not have gotten my money back, I would have had to file a lawsuit. 

  100% of the communications from **** Robbins team were them denying me a refund.

  I want an apology, not more lies. I want to be a raving fan of **** Robbins again, but, not while they're lying publicly and to me, in the third-person.

  

  Business response

  06/23/2024

  This is our additional response to BBB Complaint ID ********.

  Although the client indicated that the only reason the client received a refund is that they filed a chargeback through their credit card, our records and our team members who are responsible for working on chargebacks has confirmed that we did in fact voluntarily issue the refund ourselves on April 24. 2024.  In fact our Salesforce record for our clients has a "Chargeback" field and indicates for this client that there are no records to display.  And if a chargeback had been initiated, we would at that time not have been able to issue any refund with a chargeback pending.

  So although we do apologize to this client for them feeling as they were not properly taken care of, our team did in fact voluntarily issue the refund on April 24 in the full amount, thus providing the client the full amount of what had previously been paid.

  Again, while we apologize that the client does not feel our team issued the refund voluntarily, our records clearly indicate that we did.  Because this client was fully refunded as requested, we consider this matter closed.  

  Customer response

  06/25/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. The business has issued a refund and I consider this complaint resolved.

  I appreciate your apology team **** Robbins and I look forward to doing business again with you in the future.

  Regards,
  
  *************************
  
   

  
  

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 28, 2024: Within one business day of booking the **** Robbins online event March ***** I tried to cancel the event. I cannot make it, so I requested a refund. I tried 4 *********************** through their Contact us for help and 4 times calling their *************** times total. They do not respond by email or phone. They do not answer their 800 number despite saying their hours are 8:00 am to 5:00 pm Pacific time. I do have evidence associated with all of my attempts to reach the **** Robbins team for a refund. My concern now is that the event is over. I did not attend of course. People need to be aware of the zero support from this company and no refunds issued problem. There was no small print that indicated no refund, and I did cancel it within 1 business day, so it should have been honored. My Citi credit card company started the dispute process, but that is pending too.

  

  Business response

  06/17/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we have resolved this matter with the client.
  

  As a brief background on this matter, the client decided to sign up for our Unleash the Power Within Virtual event (***) scheduled for March *****, 2024. The client purchased two tickets and was charged $695.00 for the *** event. The client reached out to our staff through the website to discuss no longer attending. Prior to our staff responding to the request, the client decided to dispute the charges through her credit card company.  Based on our records, it looks like this chargeback was unsuccessful, so we then issued the refund to the client ourselves through the credit card originally used for the purchase on April 2, 2024.   
  

  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we provided this client a full refund of their purchase, we believe we have resolved this matter in favor of the client, and we now consider this matter closed. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I watched a **** Robbins Seminar Jan ***** 2024. I signed up for the next seminar March 21-24,2024 on the page they provided. My credit card was charged Jan 29. I received emails from them about other subjects, but not about the March seminar. On Feb 28, 2024 my credit card was charged again, even though I hadnt made any additional purchases. By March 17 I still had no contact from their team so I wrote an email to the contact that is listed on their webpage. It promised a response within 48 hours, so I hoped whatever the problem was would be resolved so I could attend. I received an email March ***************************************************** I responded with photos of my charge card statements on Mar 22. I also found a phone number where you leave a voice mail for a call back - Ive done this twice now - still no response. I have also written other emails requesting calls without response. My credit card company is now disputing these charges. I am so disappointed with this business, they misrepresented their caring attitude towards customers.

  

  Business response

  05/03/2024

  This is in response to BBB Complaint ********.  This is to inform the BBB that we are resolving this matter with the client directly.
  As a brief background on this matter, the client attended our free Time to Rise Virtual event  in January 2024.  During this event, the client decided to sign up for our Unleash the Power Within Virtual event (***) scheduled for March *****, 2024. The client then added a second ticket for this event.  The client was initially charged $475.00 for the first ticket and then $275 for the additional ticket for the *** event. The client reached out to our staff to discuss the charge for the event. Our staff spoke with her on March 21, 2024 in an attempt to rectify the problem.  However, prior to any resolution with us, the client disputed the charges through her credit card.  Once that occurs, we are unable to issue a refund until that "chargeback" is resolved, as we do not have access to the disputed funds during this process.  While we won the dispute with the credit card company on the initial charge of $475, we then proceeded to refund the client through her credit card for the $475 on May 3, 2024.  The second charge is still in dispute, and will be resolved by the credit card company by May 9, 2024.  if we win that dispute as well, we will refund the client at that time.  If the client is successful, the credit card company will refund the client directly for that remaining charge.  
  Our goal is to always listen to our clients and do what is in our power to have our clients remain as "raving fans."  Because in this case we are providing this client a full refund of their purchase, we are resolving this matter in favor of the client, and once that is complete, we will consider this matter closed. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Here the refund request that I sent during the workshop:Dear ******************,I am writing to formally request a refund for my participation in the "Unleash the Power Within" event, led by **** *********************** My decision to request a refund is based on several factors, primarily the unmet expectations regarding the promised outcomes of the program.I fully committed to the process, engaging with all activities and instructions with openness and enthusiasm, as advocated by Mr. *********************** However, despite my complete participation and adherence to the program's demands, the promised "total transformation" remains unachieved, without any measurable improvement or impact. A notable example of content that failed to resonate or provide value was the technique suggesting picking one's nose as a method to release old and limiting beliefs. Such practices did not align with my expectations for profound personal or professional growth.Furthermore, a key component that influenced my enrollment was the promise of financial education, highlighted during the free event preceding the workshop. This expectation was not met, contributing to my decision to request a refund.As per the terms and conditions stated, I am eligible for a refund having attended the event until the Day 2 break. My request is made during Day 4, the final day, after giving the program a fair chance to fulfill its Day 3 promise of total transformation, which, regrettably, was not realized.This request is not made lightly. I approached this workshop with genuine interest and the intention to invest in my growth. However, the gap between the advertised outcomes and the actual content compels me to take this step.I look forward to your understanding and cooperation in processing this refund promptly. Please advise on the necessary steps to complete this process.Thank you for your attention to this matter. I appreciate your prompt response.Warm regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩